AccountId: 011433970860
ContactId: 4705b296-6074-47db-ae78-aff30b06f44f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445600 ms
Total Talk Time (AGENT): 98822 ms
Total Talk Time (CUSTOMER): 111870 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/4705b296-6074-47db-ae78-aff30b06f44f_20250611T21:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] Good, I'm sorry for calling at the 12th hour, but you know what a week it's been, um, yeah, I know I'm, uh, we're joining everybody we're meeting halfway in [PII] for drinks next week.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hold on, let me just tell my wife something on the thing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Uh, can you, I have a question that a broker's assistants asking me. It's for group number 26521.
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] It's called the Dunham-hyphen Bush USA.
[AGENT][NEUTRAL] OK, and what question are they having?
[CUSTOMER][NEUTRAL] So alright, so I just got my hands on a June invoice that was pushed through APL, you know, a little favor there, and the girl's writing me back the admin, she goes, is it standard for APL to charge the group before the invoice is made available?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or is this occurring specifically due to the recent website update issues so I never heard, you know, I've been with you guys for 12 years, but I never heard of anybody pulling the money. I, I don't think they're on ACH on the auto draft. Are you able to tell me?
[AGENT][NEUTRAL] Um, I can't tell that, but let me put you on hold for just a second to see if I can get some assistance. OK, but specifically we, they're saying we pulled the money before the bill was available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that the, the money was pulled without the invoice being generated correct, which is so peculiar.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I don't think they're on a, I'm almost positive.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] God, this website is gonna be the death of me. I got you. I know, I know, believe me, I know.
[AGENT][NEUTRAL] Alright, give me
[AGENT][NEUTRAL] I know, I know, but we'll get there, we'll get there. OK, give me just a second, let me see what I can find out.
[CUSTOMER][NEUTRAL] Yeah I know right thanks, OK.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so two things, um, one, I did speak to everyone and everyone said that we do not do auto pay unless they specifically set it up to be paid through their, yeah, but um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yeah they request it right exactly OK.
[AGENT][NEUTRAL] I can't actually get into the billing system that is a billing question that I would have to send you over to billing for if you wanted any additional, but no, the practice is not we we pull money out.
[CUSTOMER][NEUTRAL] Get into the billing system and then.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, I just wanna know if the bill, if you could, yeah, if you could, I just wanna know if the bill's been paid even though it doesn't show posted yeah if you're still there, thanks.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][POSITIVE] OK, let me do that then. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, yes, this is [PII] over in Broker Resources, and I have a broker on the line, uh, Mr. [PII]. He has some billing questions um for one of his, uh, groups. Do you want me to go ahead and give you the group number?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, it's 26521 and I will put him on the call now.